Customer Identity : the next CRM frontier ?

“Know your customer” is not only a CRM mantra anymore. It is a regulatory constraint, not only for the financial industry. At the same time, it is high time to rethink customer journeys across internet touchpoints, in order to provide a seamless experience and to develop trusted relationships. 

The current paradigm is dysfunctional. Information silos reflect a vendor-centric view of the world which is totally obsolete in the hyperconnected world. The Cloud becomes a synonym for opacity. Customers demand transparency and respect. States and Citizens have to regain sovereignty.

In Europe, the GDPR is gathering support from all sides : this is the first time in my life that I see regulation with such unanimous backing. But it is just the beginning of the story. Tremendous technical challenges lie ahead.

Identity and Access Management Systems have emerged has the cornerstone technology to enable the new CRM era. However, they must evolve out of the framed “employee” paradigm, to sustain large scale audiences; they must deal with a myriad of “things”; they must comply and adjust to a shifting international regulatory context.

We have gathered the best specialists to discuss these issues, and share use cases.

CIO’s, CDO’s, CMO’s, Innovation officers should attend the Consumer Identity Summit in order to understand the key business and technical challenges of implementing the next generation of identity-based CRM strategies.